At Glenfield Electrics we strive to get everything right first time and provide a high quality service. When things don’t quite meet the expectations of our customers we view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation making the complaint.
Our policy is:
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Glenfield Electrics knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Glenfield Electrics.
Complaints may come from any person or organisation who has a legitimate interest in Glenfield Electrics. This list includes but is not limited to organisations working with Glenfield Electrics, clients, those acting on behalf of clients and members of the community.
A complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
This policy is reviewed regularly and updated as required.
Adopted on: 27th January 2015
Last reviewed: 21st October 2023
Publicised Contact Details for Complaints:
Written complaints may be sent to:
Glenfield Electrics
15 Glenfield Drive,
Great Doddington,
Wellingborough,
Northants
NN29 7TE
E-mail: hello@glenfield-electrics.co.uk.
Verbal complaints can be made via telephone: 07850 793573
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person will be recorded.
The person who receives a phone or in person complaint should:
• Write down the facts of the complaint
• Take the complainant's name, address and telephone number
• Note down the relationship of the complainant to Glenfield Electrics (for example: client, member)
• Tell the complainant that we have a complaints procedure
• Tell the complainant what will happen next and how long it will take
• Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
We aim to acknowledge the receipt of a complaint and contact the complainant within 48 hours.
On receiving the complaint, whether immediately resolved or not, it will be recorded in the complaints log. If it has not already been resolved, we will investigate it and take appropriate action.
The acknowledgement will confirm who is dealing with the complaint and when the person complaining can expect a reply.
We aim to resolve all complaints within 14 days or less. A site visit may be necessary and any arrangements regarding this will be confirmed with the complainant. A copy of this complaints procedure should be attached.
If we are unable to resolve the issue within this time because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they will be informed of the complaints procedure relating to Glenfield Electrics Competent Persons Scheme and provided with the contact details.
The current scheme is with NAPIT
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.